NICE inContact Reviews 

As a supervisor for a medium sized helpdesk, I find that we've had mixed but overall positive results with this particular ACD.

Positives: Quick access to metrics. A plethora of options (bar graphs, pie charts, etc.) to show/extrapolate data. Ease of login/password administration. Fairly robust. Responsive support when we run into issues.

Needs Improvement: Lack of reporting options (we are unable to find a report that can show our analysts' real-time interactions; we can only view that data via the Supervisor console. This doesn't let us extrapolate the data in Excel or other format). Certain modules are off limits due to a, 'paywall,' (I understand this is an industry standard). Frequent connectivity issues with the platform. Less options through the MAX client than the previously offered Thin client.

They need to improve their Support and tech.

We have been using InContact for years for our organizations call center. The customer service is incredible and their product is fantastic and integrates well with our CRM. It really is one of the best call center softwares out there.

NICE inContact phone system is hands down leading the way in contact center software. Whether you are using it as a contact system or full out softphones, it makes life so much easier for all operators.

inContact CXOne is a comprehensive and complete call center solution. It provides custom reporting, advanced workflows via inContact Studio, softphone for desktop, and much more. It really is an all-in-one package for call centers.

I like the service and the people.
They are trustworthy and honest.
There have been more than few outages that we did not enjoy.
Which is why I only gave 4 stars.

This is the 3rd company I have worked for where Incontact is the preferred contact center software. The platform has many helpful tools for handling customer contacts, and reporting that help make life much easier for a manager like myself!

lagging on calls makes the experience for both the customer and agent difficult.

Reporting is lacking and/or difficult to use. Enhancements to the workforce intelligence piece would be helpful as well. Altering is rather limited.

I like the incontact platform, as it's easy to use and makes it easy to track metrics

InContact has the a list of features that helps with making things easier in monitoring mapping forecasting

Telephony

Telephony product is good, robust and user friendly

It is terrible. Terrible technical support, terrible reporting, not user friendly, none of the numbers match up on reporting. Calls drop constantly with carriers. Overall, find another vendor.

good system, but support is a little lacking.

So far so good especially when we needed further assistance from support!

The InContact product is really good overall. We have had multiple issues throughout the years, but none that were too bad. My biggest complaint is the lack of response I receive when I submit an email to InContact Customer Service. It usually takes me several follow ups before I can get an answer. This is ALWAYS the case. Very rarely is it answered the first time I send it.

We have been trying to get Nice In Contact's attention for months. We are a current customer who does not have a dedicated contact and we are very eager to see what functionality we are not currently using.

For the first few years of having InContact, we had zero issues or concerns. Lately the issues have been increasing. We had an issue where international callers couldn't hear us that lasted over a week that was due to an InContact problem, but continued to be told it wasn't. Finally we had to continue to follow up and push until someone would actually look into it and then realized it WAS an InContact issue. We get emails for InContact systems that we don't even use. I'm not sure what changed, but it has decreased my confidence in InContact reliability.